The long-term objectives of Al Mulla & Behbehani Motor Co. (MBMC), the sole distributor of Chrysler, Dodge, Jeep®, Ram, Mopar, Fiat, Alfa Romeo and Fiat Professional in Kuwait, are built around total customer delight, and the company runs an on-going mystery shopper programme to assess customer service skills throughout the business.
“We’re determined to deliver exceptional customer service,” said Maher Abu-Shaaban, Assistant General Manager – Sales and Marketing at MBMC.
“This is a key pillar of our guiding principles and we consistently stress that the customer is king to every one of our employees, enabling us to deliver world-class customer service excellence and add real value to customer relationships.”
The management of MBMC recently acknowledged top customer satisfaction performers that were identified through the mystery shopper programme throughout 2013 and the first quarter of 2014.
“In selecting our top performers we take into account every aspect of customer service,” said Mr. Abu-Shaaban. “This includes greeting customers, listening to them carefully to identify their requirements, presentation skills and follow-up actions.”
Nouha Al Wafaee, who took first place in the programme was awarded a special certificate and a value gift by the MBMC management team in the presence of Maher Abdalla – Director of Mopar Service, Parts and Customer Care from Fiat Chrysler Middle East’s Regional Office in Dubai.
Five other top performers from MBMC’s sales team also received awards in recognition of their customer service skills, Fahad Al Harbi, Radwan Barakat, Moumen Al Najjar, Diya Bergouthy and Mohammed Sanad received special certificates and value gifts from the MBMC management team in recognition of their achievements.
“Across the region, our objective is to not only meet but exceed customer expectations in terms of our service delivery,” said Mr. Abdalla. “We know that total customer satisfaction is the result of the overall skill levels of our team, so we’re continually looking at ways to engage, recognise and reward their performance to make customer satisfaction an integral part of their DNA and daily processes – our commitment to employee satisfaction plays a key role in enhancing the overall experience of our customers.”
A similar programme is also running across MBMC’s service & parts operation to ensure that optimum levels of customer service are being delivered at every point of customer interaction.
“At MBMC, we continuously measure service delivery levels to the customer and monitor the extent to which the frontline operations and procedures exceeds customer expectations”, added Maher Abu Shaaban.